title: Softer perspectives on enhancing the patient experience using IS/IT.
abstract: OBJECTIVE
  This paper aims to argue that the implementation of the Choose and Book system has failed due to the inability of project sponsors to appreciate the complex and far-reaching softer implications of the implementation, especially in a complex organisation such as the NHS, which has multifarious stakeholders.
  
  
  METHODS
  The authors use practice-oriented research to try and isolate key parameters. These parameters are compared with existing conventional thinking in a number of focused areas.
  
  
  RESULTS
  Like many previous NHS initiatives, the focus of this system is in its obvious link to patients. However we find that although this project has cultural, social and organisational implications, programme managers and champions of the Connecting for Health programme emphasised the technical domains to IS/IT adoption.
  
  
  CONCLUSIONS
  This paper has been written in advance of a fully implemented Choose and Book system.
  
  
  CONCLUSIONS
  The paper requests that more attention be paid to the softer side of IS/IT delivery, implementation, introduction and adoption.
  
  
  CONCLUSIONS
  The paper shows that patient experience within the U.K. healthcare sector is still well below what is desired.
authors.affiliation: School of Management, University of Southampton, Southampton, UK. udechukwu_ojiako@yahoo.co.uk
authors.forename: Udechukwu
authors.initials: U
authors.lastname: Ojiako
authors.forename: Stuart
authors.initials: S
authors.lastname: Maguire
authors.forename: Lenny
authors.initials: L
authors.lastname: Koh
authors.forename: Tracey
authors.initials: T
authors.lastname: Grainger
authors.forename: Dave
authors.initials: D
authors.lastname: Wainwright
mesh_terms: D001071:Appointments and Schedules; D001291:Attitude of Health Personnel; D006801:Humans; D008491:Medical Informatics Applications; D009313:National Health Programs / Q000458:organization & administration*; D019982:Organizational Case Studies; D009936:Organizational Innovation; D012017:Referral and Consultation / Q000458:organization & administration; D006113:United Kingdom; D014850:Waiting Lists